Technical Support Analyst

About Us Are you ready to transform lives through academic excellence, innovative research, strong community partnerships and economic opportunity? Kennesaw State University is one of the 50 largest public institutions in the country. With growing enrollment and global reach, we continue to expand our institutional influence and prominence beyond the state of Georgia. We offer more than 190 undergraduate, graduate, and doctoral degrees to empower over 50,000 students to become thought leaders, lifelong learners, and informed global citizens. Our entrepreneurial spirit, high-impact research, and Division I athletics draw students from throughout the region and from more than 100 countries across the globe. Our university's vibrant culture, career opportunities, rich benefits, and values of respect, integrity, collaboration, inclusivity, and accountability make us an employer of choice. We are part of the University System of Georgia. We are searching for talented people to join Kennesaw State University in our vision. Come Take Flight at KSU! Location (Primary Location for Job Responsibilities) Our Kennesaw campus is located at 1000 Chastain Road NW, Kennesaw, GA 30144. Our Marietta campus is located at 1100 South Marietta Parkway, Marietta, GA 30060. Department Information Due to the nature of the after-hours support role, the candidate would be required to work Monday - Thursday 10:00AM - 7:00PM and Friday 8:00AM - 5:00PM and on some Weekends as needed. Job Summary Provides first and second level technical support to all Kennesaw State University students, faculty and staff via phone, email, remote services, and in-person. Documents and records all information in a tracking system regarding problems/issues or service requests and escalates unresolved issues to the appropriate next level support team. Responsibilities Provides technical support and details on all work performed in the ticketing and tracking system Sources solutions using a curated knowledge base and other resources Performs hardware and software diagnostics and repairs Supports classroom instructional technology and equipment Coordinates the resolution of technical issues using available resources Maintains asset and inventory management Supports required events and conferences Provides back-up support for other team members Required Qualifications High School diploma or equivalent Six (6) months of related experience Preferred Qualifications Familiarity with Audio Visual/Instructional technology An undergraduate or advanced degree from an accredited institution of higher education in a related field Experience in ticketing and tracking systems Technical support experience in a field or call center environment Experience in supporting Microsoft Windows, Mac OS, Microsoft Office, Microsoft Outlook, Adobe Products, Mobile Operating Systems (iOS, Android) Abilities Knowledge, Skills, & Abilities: Able to handle multiple tasks or projects at one time meeting assigned deadlines Knowledge: Demonstrated customer service, conflict de-escalation, time management, patient, listening reading and comprehension skills; Knowledge of Microsoft Windows, Mac OS, Microsoft Office, Microsoft Outlook, Adobe Products, Mobile Operating Systems (iOS, Android); Familiarity with work tracking or ticketing system, Learning Management Systems, Management Information Systems Skills: Self-motivated, team player, efficient and dynamic problem solver in a fast-paced high-volume environment; Excellent interpersonal, initiative, teamwork, problem solving, independent judgment, organization, communication (verbal and written), time management, project management and presentation skills; Proficient with computer applications and programs associated with the position (i.e. Microsoft Office suite); Strong attention to detail and follow up skills; Strong customer service skills and phone and e-mail etiquette Equal Employment Opportunity Kennesaw State University is an Equal Employment Opportunity Employer. The University is committed to maintaining a fair and respectful environment for living, work and study. To that end, and in accordance with federal and state law, Board of Regents policy, and University policy, the University prohibits harassment of or discrimination against any person because of race, color, sex (including sexual harassment, pregnancy, and medical conditions related to pregnancy), sexual orientation, gender identity, gender expression, ethnicity or national origin, religion, age, genetic information, disability, or veteran or military status by any member of the KSU Community on campus, in connection with a University program or activity, or in a manner that creates a hostile environment for members of the KSU community. For additional information on this policy, or to file a complaint under the provisions of this policy, students, employees, applicants for employment or admission or other third parties should contact the Office of Institutional Equity at English Building, Suite 225, View email address on click.appcast.io. Other Information This is not a supervisory position. This position does not have any financial responsibilities. This position will not be required to drive. This role is not considered a position of trust. This position does not require a purchasing card (P-Card). This position may travel 1% - 24% of the time. This position does not require security clearance. Background Check Standard Enhanced Per the University System of Georgia background check policy, all final candidates will be required to consent to a criminal background investigation. Final candidates may be asked to disclose criminal record history during the initial screening process and prior to a conditional offer of employment. Applicants for positions of trust with screening results which confirm a disqualifying criminal history will be immediately disqualified from employment eligibility. All applicants are required to include professional references as part of their application process. Some positions may require additional job-based screenings such as motor vehicle report, credit check, pre-employment drug screening and/or verification of academic credentials. #J-18808-Ljbffr